Operations Manager

The Operations Manager is accountable for the day-to-day delivery performance and people leadership of an assigned operations portfolio at SummitNext Philippines starting with a health supplements account. This role owns client service-level commitments drives operational efficiency and quality and builds a strong leadership bench. The Operations Manager manages a multi-tiered team structure and may be rotated across lines of business based on organizational needs so the role calls for strong transferable management capability rather than deep expertise in a single account.

• Own end-to-end delivery of assigned programs and consistently meet or exceed contractual KPIs and SLAs (e.g. quality productivity CSAT/NPS AHT attendance utilization and cost targets).
• Monitor real-time and historical performance; identify trends and root causes and implement corrective and preventive action plans.
• Partner with Workforce Management to ensure accurate forecasting scheduling staffing and capacity planning.
• Manage operating budgets headcount plans and cost-to-serve in line with financial targets.

• Lead coach and develop Team Leaders and Trainers; set clear goals conduct performance reviews and hold leaders accountable for results.
• Build succession plans and a leadership pipeline; support promotions lateral moves and cross-account talent mobility.
• Drive employee engagement and retention; manage attrition absenteeism and employee relations matters in coordination with HR.
• Uphold company policies labor standards and a culture of accountability integrity and respect.

• Serve as the primary operational point of contact for client stakeholders; lead regular business reviews performance reporting and escalation management.
• Translate client requirements into clear operational plans and ensure timely transparent communication of risks and issues.
• Collaborate with internal partners (HR Training Quality WFM IT Finance Recruitment Facilities) to deliver seamless service.

• Identify and lead continuous improvement initiatives (Lean Six Sigma or equivalent) to improve efficiency quality and customer experience.
• Ensure adherence to quality standards audit requirements and internal controls.
• Drive adoption of new tools automation and AI-enabled solutions where they add value.

• Ensure compliance with client contractual requirements data privacy and information security standards (including the Philippine Data Privacy Act) and applicable regulatory requirements for the programs managed.
• Maintain and test business continuity and contingency plans.
• Escalate and manage incidents complaints and risk events promptly and appropriately.

• Bachelors degree in business administration Management Industrial Engineering or a related field. A masters degree is an advantage.

• Minimum of 710 years of experience in BPO customer experience or shared services operations including at least 35 years in a managerial role leading team leader.
• Proven track record managing large teams (span of 100 headcount) and delivering against client SLAs and financial targets.
• Demonstrated experience handling client-facing responsibilities including business reviews and escalations.
• Experience managing multiple lines of business or transitioning across accounts is a plus.

• Strong leadership coaching and people management skills with the ability to lead through team leaders.
• Strong analytical and problem-solving skills; proficient with operational metrics dashboards and reporting.
• Sound financial acumen including P&L budgeting and cost management.
• Excellent written and verbal communication negotiation and stakeholder management skills.
• Change-management and adaptability with the ability to operate effectively across different client programs and industries.
• Working knowledge of CRM workforce management and reporting tools; proficiency in Microsoft Excel and PowerPoint.
• Certifications in Lean Six Sigma PMP or similar are an advantage.

• Client SLA and KPI attainment
• Quality and customer satisfaction scores
• Revenue margin and cost-to-serve targets
• Attrition absenteeism and engagement metrics
• Leadership bench strength and internal promotion rate
• Audit compliance and security results

• Ability to work flexible schedules including night shifts weekends and holidays depending on client coverage.
• Willingness to be assigned or reassigned across accounts or business lines as required.
• This is a strictly on-site role at our San Simon Pampanga site; remote and hybrid arrangements are not available.

SummitNext Philippines is a business process and customer experience partner that helps clients deliver reliable high-quality service at scale. We invest in our people promote from within and offer clear career paths for leaders who deliver results.

SummitNext is an equal opportunity employer. We do not discriminate on the basis of race religion gender age disability sexual orientation or any other protected characteristic.